Luis Parra Senior Manager @ Trend Micro | Threat Support, Network Defense

Senior Manager, Technical Support

Trend Micro

Mar 2025 - Current (1 year 8 months)

Threat Support Manager

Trend Micro

Jun 2022 - Mar 2025 (2 years 10 months)

• Lead and mentor the Threat Team and Network Defense Team, driving strategic direction and setting goals aligned with business objectives. • Transformed the Threat Team from a passive support role to a highly technical team capable of analyzing malicious samples, investigating breaches, and providing expert mitigation advice. • Spearheaded change management initiatives, overcoming initial resistance to elevate the team's capabilities and deliver increased value to customers. • Leverage data analytics skills to generate reports in Salesforce and Power BI, enabling data-driven decision-making and optimizing the technical support organization.

Threat Analyst Manager

COFENSE

Jun 2020 - Jun 2022 (2 years 1 month)

• Responsible for a Team of 10 Threat Analysts (based in UK & Ireland) + 1 Team Manager for the Cofense Managed Phishing Detection and Response Services • Increased Team SLO Attainment from 75% to 96% maintaining this new percentage since • Implemented metric measurement for Average Processing Time and mis-categorisations which revealed issues to be solved in the department processes • Defined a system to automatically detect and notify for analysis discrepancies allowing to take immediate corrective actions • Interviewed and helped in the hiring process for over 15 Threat Analysts • Worked in different Automation Projects that resulted in increased efficiency and cost saving • Analysed global volume data to propose a new arrangement of Thr

Technical Support Manager - User Protection

Trend Micro

Aug 2019 - Jun 2020 (11 months)

• Provided L2 and L3 tech support to Enterprise customers in Europe (Product and Threat related issues) • Managed 10 staff, recruiting 6 new hires. Achieved 100% staff retention • Transformed team performance o Improved initial response time to customer, 83% to 93% o Reduced action required per Engineer, 30 cases to

Technical Support Manager - Network Defense

Trend Micro

Dec 2017 - Jul 2019 (1 year 8 months)

• Led a team of 8 staff (Cork, Prague) • Integrated and trained a newly acquired team in Prague post-acquisition of a company • Maintained high CSAT score of 98% • Conducted QBR meetings with strategic customers • Helped transition case procedures from newly acquired company’s CRM to Trend Micro • Organised offsite Tech Day event for Technical Support Dept., 97 staff

Customer Technology Specialist - Network Defense

Trend Micro

Jun 2015 - Dec 2017 (2 years 7 months)

• Subject Matter Expert for Network Defence products • Dealt with challenging and high impacting critical escalations • Acted as Backup Manager for Technical Support Manager • Supervised and trained 7 staff • Represented European Technical Support at intercompany summit in Taiwan for 5 years in a row

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Technical Account Manager

Nov 2013 - Jun 2015 (1 year 8 months)

Product Support Champion for Trend Micro Custom Defense Solution (Deep Discovery) High level of responsiveness to customer requests, needs and queries and take ownership of the premium support relationship to drive customer satisfaction by proactively managing and delivering technical information. Keynote Speaker in Internal events about Custom Defense Solution

L2 Technical Support Engineer

Trend Micro

Jan 2013 - Oct 2013 (10 months)

Product Support Champion for Trend Micro Deep Security

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Network Consultant & Telecommunications Specialist

Feedback Interactive Systems

Jun 2005 - Jan 2013 (7 years 8 months)

Working independently (telecommuting approximately 60% of total work hours), provide direct client service management to companies throughout Italy, India, France and Spain, including 2nd and 3rd level technical support. Assist these companies with designing, implementing, and maintaining efficient information technology networks and enhancing existing networks. >> Ensure seamless LAN and MAN performance through comprehensive network and bandwidth analysis. >> Selected to manage and execute training for technicians on Easymeeting application functionality and to resolve related networking issues, including system testing and bug tracking. >> Manage Linux system administration including Mail Server (qmail), Firewalling (IPT

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Technical Engineer & Supervisor

Maratel Telecom Group

Apr 2002 - Mar 2004 (2 years)

Maximized profitability by promoting, planning, implementing and supporting several Point to Point and Point to Multipoint systems over a Wireless Broadband Internet platform by means of Canopy Motorola 5.7GHz in Venezuela and Colombia. >> Implemented wireless solutions for schools through Canopy systems, such as Live TV Signal Transmission, VoIP, Intranets and Internet. >> Oversaw and executed preventive maintenance on WLL BreezeCom Broadband Internet systems for TELCEL. >> Facilitated improvements in productivity, efficiencies and overall system performance by training, supervising and mentoring a team of six technicians. >> Delivered increases in client base by presenting products and client specific solutions dur

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English Teacher (Part-Time)

CEVAZ

May 2001 - May 2002 (1 year 1 month)

Enriched the lives of students by teaching them English on a part-time basis. Facilitated a positive learning environment through effective supervision of students and ensuring guidelines were followed. >> Employed a broad-range of instructional techniques to retain student interest and maximize individual learning. >> Developed a strong rapport with students, catering advice and counseling to their specific needs to help them accomplish goals.

Telecom Technician, Data Department

Cantv

Mar 2001 - Apr 2002 (1 year 2 months)

Leveraged strong technical skills to operate, configure and perform maintenance on ADSL Broadband systems for the main office and customers; utilized Cisco 677, PairGain HDSL, and Newbridge 36XX. Worked with phone systems, routers, fax machines, internet connections, and other telecommunications systems, ensuring that equipment worked properly at all times. >> Expedited ADSL installations by wiring locations properly and in a timely manner. >> Installed and configured Cisco 677 routers and HDSL PairGain modems. >> Effectively managed the integration of HDSL PairGain devices in an HP OpenView SNMP Platform.

Technology Intern, Data Department

Cantv

Jun 2000 - Mar 2001 (10 months)

Entrusted to train a crew of 20 people on HDSL technology and PairGain HDSL equipment due to technical proficiencies and exceptional communication skills. >> Managed the integration of PairGain HDSL equipment to an HP Openview SNMP management platform.

Luis Parra

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Luis Parra

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